Senior Customer Success Representative
In OfficeSeniorNACryptocurrencyHead of Customer SuccessZendeskFreshdeskCRM ManagementDocumentationCustomer Success
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Requirements
- A passion for ensuring an outstanding customer experience
- Fluent in English (both verbal and written)
- At least 2-4 years of relevant work experience in a customer service, sales support, tech product support or similar function
- Strong written and communication skills
- Experience handling escalated customer service requests and inquiries
- Detail-oriented, organized, efficient and able to multitask
- Experience working with CRM systems like Zendesk or Freshdesk, and live chat bots would be helpful
- You love Cryptocurrency and Blockchain
- Bilingual French-English is an asset
Responsibilities
- Provide high-quality customer support while following company support protocols and processes
- Guide and process customer inquiries in a fast-paced environment
- Communicate with customers via phone, SMS, email, and online chat
- Provide knowledgeable answers to questions about Localcoin products
- Work with Localcoin’s internal departments to meet our customers' needs
- Help resolve issues as quickly and accurately as possible
- Oversee and assist Customer Support Representatives in day-to-day activities
- Act as the primary point of escalation for more complex customer interactions
- Ongoing oversight of customer transactions and assisting in remedying issues therein
- Hone our internal processes to ensure precision, efficiency and customer satisfaction
- Keep our internal process documentation up-to-date as business processes change
- Maintain CRM automations to provide proactive customer support wherever possible
Benefits
- Localcoin seeks to inspire the future of digital currency globally as the largest cryptocurrency kiosk network in Canada. We pride ourselves when it comes to providing high-quality support to our customers. We’re on a mission to build a customer-focused organization and we're searching for someone with an entrepreneurial spirit, who is a self-starter and passionate about our vision.
- As a Senior Customer Support Representative, you will be responsible for handling inbound calls, live online chats, emails and text conversations with new and existing customers. You will be responsible for delivering Localcoin’s commitment to exceptional customer advising, coaching, and overall support in English and French.
- Senior Customer Support Representative,
- Reporting directly to our Global Customer Support Manager, you will work collaboratively with the Customer Support team and as a liaison between multiple departments, including marketing, sales, operations, and product to ensure the Localcoin customer voice is heard.
- This position will be based out of our office in Etobicoke, ON, and will have a hybrid work schedule of 2 days per week.
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